Learn how to create & deliver a proven Salesforce training model that will delight your end users and impress your executive team.

1. How To Solve The Biggest
Problems With Salesforce Training
Learn how to create & deliver a proven Salesforce training model
that will delight your end users and impress your executive team.
David Giller
CEO, Brainiate
dgiller@brainiate.com
@davidgiller

2. David Giller, Esq.
Founder & CEO
• Certified Salesforce Sales Cloud Consultant
• Co-Leader of NY Salesforce User Group
• Author, Getting Started in Salesforce Series
• Formerly known as “The Salesforce Guru” at GE Capital
• Attorney (managed my law practice on Salesforce Sales Cloud)
• Previous IT Manager at NBCUniversal
About Me:

3. • Salesforce Training
• New Salesforce Implementations
• Enhance Existing Salesforce Configurations
• Custom App Development for Salesforce
About Brainiate:

4. Max Cooper
​ Uses Salesforce at Acme Health Corp to track prospects & customers.
​ Max (Sales Manager)

5. Salesforce Implementation Overview
• 500+ Sales Reps
• Enterprise Edition of Salesforce
Invested $$$ on the Salesforce platform

6. Salesforce Rollout History
• Moved all older, historical data into Salesforce
• Salesforce went live 1 year ago
• Conducted initial “rollout training” 1 year ago

7. Today’s Pain Points – Experienced by Management
• No visibility to current pipeline
• Generating pipeline reports via Excel
• Half-baked, inaccurate & duplicate records
• Creating a customer list is painful
• No insight on team’s calling efforts
• Sales managers have no data

8. Today’s Pain Points – Expressed by Reps
• “We never got proper training”
• “We don’t have time to use Salesforce”
• “Salesforce is too confusing”
• “Salesforce isn’t as flexible as _______.”

9. Ask Your Reps
• ..looking for a phone number?
• ..looking for an email address?
• ..searching for the decision maker at your accounts?
• ..trying to find your notes from a prior meeting?
• ..trying to remember your own to-do items?
​ How often do you find yourselves..

10. Can We Quantify This Pain?
• Time wasted searching for customer information.
• Time wasted consolidating notes & spreadsheets.
• Deals that slipped through the cracks.
• Frustrated employees who left to work somewhere
more efficient.
• Money already invested in Salesforce licensing,
apps, integrations & ongoing support.

11. What Can Max Do?
​ Max (Sales Manager)

12. Within 2-3 Months, Max Can See:
• Dramatic increase in Salesforce adoption
• Accurate pipeline data, captured natively in Salesforce
• Clean prospect and customer data
• Visibility into his team’s efforts & touches with customers
​ Max (Sales Manager)
..without purchasing another app!

13. Within 2-3 Months, Sales Team Can Experience:
• More streamlined & efficient workflow
• Visibility into customer data on all devices
• Clarity on those records that require immediate attention
• Elimination of Excel cleanup to create pipeline & activity reports
• Love and appreciation for the Salesforce platform

14. How Can Max Accomplish This Transformation?
​ Max (Sales Manager)
Max will follow a 3-step strategy that is:
• Proven,
• Simple,
• Inexpensive and
• Sustainable.

15. Are you taking notes yet?
Now might be a good time...

16. Step 1 - Prepare
• Understand the current business processes, nuances &
priorities (across departments, divisions and business units).
• Identify the KPIs that matter (ex. quantify how many customer
touches are expected each month).
• Be familiar with existing Salesforce customizations,
integrations, third party apps, current pain points.
​ Salesforce Administrator / CRM Team Needs To..

17. Step 2 - Deploy
• 1 hour training sessions via web (GoToMeeting, WebEx)
• Weekly training sessions (Mon/Wed or Tues/Thurs)
• Sessions are recorded (no excuses!)
​ A mandatory core CRM training curriculum for all users
Best Practices:

18. Step 2 - Deploy
Standard Curriculum:
​ A mandatory core CRM training curriculum for all users
• Navigating Salesforce
• Chatter
• Leads
• Contacts & Accounts
• Activities
• Opportunities
• Cases
• Campaigns
• Reports
• Dashboards
• Salesforce1
• Additional apps, integrations, etc.

19. Step 3 - Maintain
• New issues, concerns, frustrations
• Ideas to improve existing configuration
• Sharing new best practices
​ Ongoing, bi-weekly “Lunch & Learn” sessions to address:

20. Why Record All Sessions?
​ By recording training sessions:
• Eliminate excuses (I couldn’t attend! I forgot!)
• Help new hires & internal promotions
• Allow users to re-watch previously attended sessions

21. Optional: Measuring User Competency
• Find, create, edit, reassign records (leads, contact, accounts,
opportunities, quotes, campaigns, cases).
• Create tasks – assigned to themselves and others.
• Update records via mobile device, including Chatter posts,
tagging colleagues, snapping photos & attaching them to
records.
• Create list views, reports, dashboards.
​ Provide users with micro hands-on exercises to demonstrate ability to:

22. Step 1: Prepare
Step 2: Deploy (Training Curriculum)
Step 3: Maintain (Lunch & Learn Sessions)
Optional (Kick-Some-Butt) Enhancements:
3 Step – Salesforce Training Plan:
• Record all sessions
• Measure competency via micro exercises
Review

23. Questions?

24. thank y u